How to Add Approve/Reject Buttons in Email Notification for RITM Approval?

[tilekarnilesh]

Hi everyone,

I'm working on automating the approval process for RITMs (Request Items) and want to include Approve and Reject buttons directly within the email notification sent to approvers.

So far, I’ve created an email notification triggered when an RITM enters the "Waiting for Approval" state, but I'm unsure how to embed actionable buttons for approval and rejection that update the RITM approval status directly from the email.

Key goals:

Add functional Approve/Reject buttons inside the email.

Ensure action is captured correctly in the RITM approval record.

Avoid using generic script templates unless necessary.

If anyone has already implemented this or can share a clean and working method (mail script, link structure, or built-in feature), it would be a great help!

Thanks in advance!

[Chaitanya ILCR · Accepted solution]

Hi @tilekarnilesh 

check this blog

Approve/Reject button in Approval notification

Please mark my answer as helpful/correct if it resolves your query.

Regards,
Chaitanya

[Ankur Bawiskar · Accepted solution]

@tilekarnilesh 

There is already an OOTB email which is sent when approval is requested for RITM, why to create new one?

You can check link shared by @Chaitanya ILCR to see how to include buttons instead of link in approval email.

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Chaitanya ILCR · Accepted solution]

Hi @tilekarnilesh 

you can refer code of OOB notification as well
Requested item approval assigned

Please mark my answer as helpful/correct if it resolves your query.

Regards,
Chaitanya

[Ankur Bawiskar · Accepted solution]

@tilekarnilesh 

then this is the existing OOTB email notification, make changes to it as per above link

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Ankur Bawiskar · Accepted solution]

@tilekarnilesh 

There is already an OOTB email which is sent when approval is requested for RITM, why to create new one?

You can check link shared by @Chaitanya ILCR to see how to include buttons instead of link in approval email.

If my response helped please mark it correct and close the thread so that it benefits future readers.

[tilekarnilesh]

@Ankur Bawiskar I want to add Approve and Reject buttons to the existing notification, not create a new on just modify the current one.

[Ankur Bawiskar · Accepted solution]

@tilekarnilesh 

then this is the existing OOTB email notification, make changes to it as per above link

If my response helped please mark it correct and close the thread so that it benefits future readers.

[tilekarnilesh]

@Ankur Bawiskar 
need a help 

trying this but its not populated on email after calling in email script..

[Chaitanya ILCR]

Hi @tilekarnilesh ,

have you created script include? with name =  renderMailtoButton

code

function renderMailtoButton(image, response, emailbod){
	
	var instance = gs.getProperty("instance_name");
	var link = "https://" + instance + ".service-now.com";
	var mark = email.watermark;
	var number = current.number;
	var emailAddress = instance + "@service-now.com";
	if (current.getTableName().indexOf("sysapproval") != -1){
		number = current.sysapproval.number;
		}
			var mailLink = '<a href="mailto:'+ emailAddress + '?subject=Re:' + number + ' ' + response +'&body=' +  emailbod +  mark + '"><img src="' + link + image + '"></a>';
	return mailLink;
	
}

Please mark my answer as helpful/correct if it resolves your query.

Regards,
Chaitanya